Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary
This role is responsible for managing the relationship of the contact center Business Process Outsourcing (BPOs) supporting our multi-channel Retail Customer Care organization. The Manager will have direct accountability for delivering on budget spend requirements, staffing plans, service level
performance, call quality, and customer satisfaction (OSAT) results. This position will partner with other management areas to support their designated areas of responsibility that aligns with the CVS Health model of customer and pharmacy satisfaction programs.

The Manager must align and deliver on stakeholder and business performance objectives. This position will work closely with business leaders to gain insight into day-to-day operations of the organization and future initiatives to effectively drive improvement within our BPO space. Candidates should be experienced in contact center performance management, workforce management, and have a proven track record of collaboration within cross-functional organizations. For success, candidates should be well organized, strong and effective in communication, and be able to prioritize workload. This role is remote.

Responsibilities

• Monitor and Drive performance improvement opportunities with our BPO to ensure our customer experience is maintained

• Provisioning

• Project Management/Collaboration

• Financial Planning and Budget alignment
   

Required Qualifications

• 5+ years Call/Contact Center experience

• 3+ years performance management experience

• 3+ years steering business unit level analysis and dissemination of information to all levels of leadership including executive

• level.

• 3+ years of demonstrated high proficiency with standard corporate software applications, including MS Word, Excel, Outlook, and PowerPoint, as well as some special proprietary applications.

Preferred Qualifications

• 5+ years WFM experience

• +3 years BPO management experience

• Demonstrated experience with steering Business Unit Level ROI analysis & dissemination designed for executive level leadership (VP & above)

Education

• High School Diploma, General Equivalent Development (GED) or equivalent work experience required

• Bachelors Degree preferred.

Pay Range

The typical pay range for this role is:

$54,300.00 - $145,860.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 10/02/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.